Inflection Point Systems

Customer is in conversation with Oscar N[redacted] - our Campus Director.Dirk H[redacted]

I am sorry  - will reach out to Mr. [redacted] today to get with customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
WRONG...   I guess nobody reads or hears what we are saying!   Yes we did get the $400 refund back for the disposition fee.  NO, we did NOT get the key fob $150 refund back!   And...  I'm not asking Cochran to "know about what condition other people's car is in"...  we were TOLD to bring it in for an inspection!  We were NOT told it was only a "safety inspection"!  We were told an inspection so we can purchase a NEW car.   Which when we did "make the agreement with GABE" the salesman, we, my wife and I, were told that the inspection was great, no charge for the inspection, and if you purchase this new car, all charges would be absorbed by Cochran!   That is UNFAIR TO TELL US TO GET A SALE!    THAT IS WHAT WE ARE STATING!  SO PLEASE GET THE FACTS CORRECT.
Regards,
[redacted]

What issues are outstanding per the customer?

We certainly apologize for the method in which Mr. [redacted] was treated.  I will be forwarding this information to our Campus Director.  If Mr. [redacted] was be willing to give us a second chance - would certainly be happy to set him up with one of our Department Managers to assist him.Dirk...

H[redacted]

Revdex.com:     
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hi [redacted], Thank you so much for all of your help. Cochran agreed to fix my car and it is in the shop as I am writing this. Thanks,[redacted]

Whoever typed that response from Cochran is lying.  The conversation did not happen that way.  My original conversation was with Bill C[redacted] the salesperson.  He is the one that assured me that the mileage and payments would be waived.  The only reason that I had originally went with the Q60 was because I originally wanted to just stick with my older lease and I said this to Josh B[redacted] over the phone before even talking to the dealership and then again a few times with Bill C[redacted].   Bill said that things don't normally work out and they kept pushing me towards the new car, stating things like "newer car", "new warranty" etc...  I explained that I wasn't concerned with this because my main concern was payment of a newer car or potentially owing anything from being over in mileage because I did not and would not have any additional money to put down because of things that I was remodeling in my house and a family vacation planned, I did not have extra money for a car, so me doing a new car verses paying extra money was not in my plains or first priority.   I was told that because of my loyalty with Infiniti that could be taken care of, I would have never agreed to take the EXACT same car to turn around and pay that much money out of pocket because I did not have it.  When Ian called me and talked to me after I sent my email, it was strictly in referencing me returning one car and getting another.  The only thing that was mentioned about mileage overage and payments was Ian said "any deals worked out with Bill would still be in tact and wouldn't change with me changing cars".     I cannot believe the lengths that this company is willing to go in order to now keep a lie going because they don't want to have to pay something.  I called Infiniti financial on my own and they told me what the payments would be if I kept my old lease because every time I asked for this from Bill he told me not to go that route, seeming now like this was only said for them to sell a new car.   I do not want to deal with Cochran anymore and I do not want this vehicle anymore.  I am willing to pay for the mileage that I have already put on the new car and I want out of this and do not want to give them any more of money.  Especially now with them unwilling to return phone calls and giving bold face lies.  This is not fair and it shows the true business practice of this dealership and company.  I am willing to take a lie detector test and also have my girlfriend do the same as she was their for the original business discussion about the payments. Please help me! [redacted] [redacted]

The business response said that John T[redacted] is currently working with me to settle this and that is a absolute lie. John will not call me he responded only by text message and is pulling all kinds of information out of the thin air concerning the warranty. If he had all of this information why didn't he say it the first time? He openly admitted to me during our last phone call that I was being treated improperly and I quote "If I knew this was going to turn out like this for you we would of covered the cost ourselves ". He is not helping me fix this. 3 days ago he sent me a text message basically washing his/Cochran's hands of the whole thing and leaving me to deal with Subaru consumer affairs and the company that I bought the extended "gold coverage " through.

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I, [redacted], have emailed several times back and forth with Brett L[redacted], the sales manager I was put in touch with at the time I received the letter from Hyundai!  He was responsive and I received a refund from Cochran for the $400 that was promised to us initially and we should have never been charged!  He also promised $150 for the key that I returned upon their request that day...  have NOT received the $150...      he stated at the final email that there was NOTHING else he could do for me about the remaining Hyundai invoice damages.  As stated, I guess the sale force can say whatever they want to say to "close" a deal and get their commissions!!  and... I'll state it again, we were ADAMANT that we did NOT want to purchase a car that day when bringing our car in for "inspection"!      We ONLY PURCHASED THIS NEW CAR BECAUSE WE WERE ASSURED THERE WAS NOTHING ELSE OWED!!!  "Cochran has handled everything for you [redacted] and [redacted]" ....  exact words!   EXACT WORDS!
Regards,
[redacted]

I give up...I've been given the runaround for over 5 months and Cochran has refused to step up.  I purchased my last 2 vehicles there and had every intention of purchasing future vehicles from the same salesman but it has become obvious that Cochran is only concerned with the sale and nothing beyond that.All of a sudden [redacted] doesn't "Fix Noises" but the last couple times they were contacted regarding this noise, they either said it would have been covered (see Alternator) or they wouldn't because it was pre-existing (see pulley claim).Lost in all of this is the fact that I was sold something that didn't exist and no attempt was made to even make me aware of until I found out by accident.  Cochran needs to look at their processes and reevaluate their procedures on contacting customers as throughout this entire ordeal, little to no contact was ever initiated on their end.Sounds to me that the only way this will be fixed is when the AC Compressor completely fails and strands me somewhere...looking forward to that.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Customer was to have the inspection done by VW prior to the transaction.  We are not in a position to anticipate, expect or forgive wear and tear as determined by the factory.  We have settled all balances in regards to final payment of prior lease and have no further requirement or...

obligation in this matter.Dirk H[redacted]#1 Cochran

Our Service Manager personally went to the customer's home with a new engine cover and when we opened up the hood the engine cover was on the car's engine already.Dirk Harper

The situation is being handled and addressed by the management team of our Robinson Collision Center directly with the customer.  Dirk H[redacted]#1 Cochran

The customer has not actually came to our store to verify the repair needed.  Customer called us for pricing and opinion, but again, we have not looked at the vehicle to be able to determine the actual true need for repair.  With all due respect to her neighbor, we have to personally...

diagnose the concern.  The customer contacted Chrysler corporation who verified that the vehicle is out of warranty, so the call came to Cochran asking if we would provide assistance ourselves for the repair, as again, the car is outside of the factory warranty so we cannot bill Chrysler for the repair.    If the customer would like to have us look at the vehicle, we would be more than happy to look at it at no charge.  However, again, we cannot bill Chrysler for the repair due to the vehicle being out of warranty and no known cause of the failure.  After diagnosing the vehicle we would be able to better determine the repair and the accurate cost.  [redacted]

I will offer the customer a $250 in store credit towards any service needs, but will not be reimbursing for work performed on the vehicle from the past.  Again, we would be more than happy to appraise the vehicle and see what trade options are available as well.Dirk [redacted]#1 Cochran

Again, we would be more than happy to diagnose the vehicle at our [redacted] GM location at no charge to the customer to determine condition and causes.Dirk H[redacted]

Regarding working with and communicating with me, there has been no such communication with me regarding the status of vehicle.  I sent an e-mail request on my end to Jason (Director of Service). He did not answer in detail to my status update request.  It is now September 9th and still have not heard from the dealer. No such offers were offered to me. I was given a Rogue (half the size) in place of my Pathfinder. No options were given. Completely false statement. I decided to keep the car thinking it would be returned to me within a week or so.  It is 5 1/2 weeks later and still no update nor vehicle returned.  At time of sale no deep discount on an extended warranty was given.  This should now be at the expense of dealer due to lack of efficient repair, vehicle 200+ point certified inspection not completed as advertised and unforeseen additional damages(Lemon Law) of the vehicle.  They replaced the transmission and more issues (axle replacement and leakage)arose. I am not sure if this Technician specializes in Transmission installations. A consumer who has no knowledge of vehicle transmissions, noticed slippage on the first day of test drive.  How does that happen? An unsafe Vehicle was not checked accordingly and released to drive on the streets.  Uncalled for. What if transmission would have dropped while spouse and child were in unsafe vehicle? Engine light was not on when transmission failed, and rear backup screen malfunctioned. Engine light does not go on when fluid levels are dry to the bone. This is totally unethical and not morally right.  I paid for a vehicle that I have not been able to drive due to Dealership error.

I have contacted our Service Manager - Dave I[redacted] with this information and have instructed him to contact the customer as soon as possible.  We certainly will offer to look at the tire to find the cause and go from there if any assistance from the tire manufacturer is...

available.Sincerely,Dirk [redacted]